Federal Help Desk Analyst - Tier 1 Support (CMS)

Federal Advisory Partners; Woodlawn (MD); On-site; USD 48,000 - 60,000; Full time

Job summary

Tria Federal is seeking a highly skilled Tier 1 Customer Support Analyst to deliver high-quality support to our CMS user community. The role focuses on initial support for inquiries across multiple channels in a federal healthcare IT environment, requiring attention to detail and multitasking in a fast-paced setup.

The candidate will work to resolve requests, adhere to established workflows, and collaborate with Help Desk leadership to improve processes while ensuring timely staffing and

Qualifications

• U.S. Federal Position of Trust clearance may be required.
• Residence in the United States is required for work.
• Covers 3 of the last 5 years in the U.S.
• Bachelor's degree or 2 years' related experience.

Responsibilities

• Provide administrative and technical support for the CMS Technical Help Desk.
• Resolve incoming support requests via phone, email, and other channels.
• Aim for first contact resolution.
• Follow Help Desk workflows for triage, research and escalation.
• Track requests using CMS-approved tool ServiceNow.
• Notify users of outages and service disruptions.
• Collaborate with leadership to manage volumes and improve processes.
• Assist in developing and maintaining standard operating procedures.

Skills

Help desk experience

CMS knowledge

ServiceNow

CXone

JIRA

Confluence

Agile methodologies

Cloud-based contact center

Education

Bachelor's degree or 2 years' related experience

Tools

ServiceNow

JIRA

Confluence

CXone

Job description

Tria Federal is seeking a highly skilled Tier 1 Customer Support Analyst to deliver high-quality support to our CMS user community. The role focuses on initial support for inquiries across multiple channels in a federal healthcare IT environment, requiring attention to detail and multitasking in a fast-paced setup.

The candidate will work to resolve requests, adhere to established workflows, and collaborate with Help Desk leadership to improve processes while ensuring timely staffing and